Role Overview

We are looking for a technically proficient Customer Success Manager (CSM) with a solid understanding of the Identity and Access Management (IAM) domain. The role combines customer relationship management, technical product expertise, onboarding, implementation coordination, and customer adoption to ensure customers derive maximum value from our IAM solutions.

The ideal candidate will be comfortable engaging with technical stakeholders, understanding customer IAM environments, troubleshooting functional and technical challenges, and collaborating with internal teams to drive customer satisfaction, retention, and long-term success.

Key Responsibilities

- Customer Success & Relationship Management: Serve as the primary point of contact for customers throughout their post-onboarding lifecycle, building robust relationships with technical and business stakeholders.

- Technical Onboarding & Implementation: Drive customer onboarding, product configuration, implementation coordination, and adoption of IAM solutions, ensuring alignment with customer requirements and security objectives.

- IAM Technical Expertise: Develop a sound understanding of IAM concepts, including Identity Governance and Administration (IGA), Identity Lifecycle Management (Joiner-Mover-Leaver), Role-Based Access Control (RBAC), Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access provisioning.

- Integration & Troubleshooting: Work closely with customer IT teams to understand integration requirements involving Active Directory, LDAP, HRMS, enterprise applications, and cloud environments.



Coordinate troubleshooting of technical issues with product, engineering, implementation, and support teams.

- Product Adoption & Enablement: Conduct product demonstrations, technical walkthroughs, user training, and knowledge-sharing sessions to improve customer adoption and enable effective use of IAM capabilities.

- Customer Health & Retention: Monitor product usage, adoption metrics, customer satisfaction, and account health to identify risks proactively and develop mitigation plans to prevent churn.

- Business Reviews & Value Realization: Conduct periodic customer and business reviews to demonstrate product value, review implementation progress, measure adoption, and identify opportunities for optimization.

- Stakeholder Collaboration: Act as a trusted advisor to customer stakeholders, translating business and security requirements into actionable recommendations in collaboration with internal technical teams.

- Issue & Escalation Management: Own customer concerns and coordinate timely resolution of functional, technical, and operational issues, ensuring clear communication and follow-through.

- Renewals & Account Growth: Identify renewal, upsell, and cross-sell opportunities based on customer requirements, product utilization, and evolving IAM needs,



coordinating with the sales team as required.

- Customer Feedback & Product Advocacy: Capture customer feedback, document feature requests, and work with product and engineering teams to improve the product and customer experience.

- Documentation & Reporting: Maintain accurate records of customer interactions, technical discussions, implementation milestones, issue logs, adoption metrics, and account plans in CRM and other relevant systems.

- Continuous Learning: Stay updated on IAM technologies, identity security trends, product enhancements, and evolving enterprise security requirements.

Required Skills & Qualifications

- Bachelor’s degree in Engineering (B.E./B.Tech) in Computer Science, Information Technology, or a related technical discipline.
- Experience in IAM, Identity Security, technical implementation, support, or customer-facing technical roles.
- Strong understanding of IAM concepts, including SSO, MFA, RBAC, identity lifecycle management, provisioning, and access governance.
- Knowledge of IAM protocols such as SAML, OAuth 2.0, OIDC, SCIM, and LDAP, with familiarity with Active Directory.
- Experience integrating enterprise applications and troubleshooting technical issues across on-premises, cloud, or hybrid environments.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
- Ability to conduct technical demonstrations, customer training, and product adoption reviews.
- Strong ownership, project coordination, documentation, and cross-functional collaboration skills.

📌 Customer Success Manager (Mumbai)
🏢 Cymmetri
📍 Mumbai